The way to run your business :)

03/10/2010

The picture above is a wheel showing what tesco tries to achieve, and heres each section in detail

Finance

Grow sales, for the obvious reasons to increase profit

Maximise profit, which would be linked to the grow sales

Manage our investment, meaning each individual store can manage there selves, in effect causing the headquarters less hassle

People

An opportunity to get on, this benefits the employee's as a chance for promotion

An intresting job, if they enjoy their job, they will be more positive and act more friendly towards customers

A manager who helps me, if a employee feels like they can get help, they will feel happy with working at the company and perform to there best

To be treated well, if the employee feels well treated they will continue working at the company and perform at there best

Operations

We always save time and money, This is cost affective as the organisation doesn't spend money on un-needed items and time affective as the staff aren't wasting time on un-needed duties

We know how vital our jobs are, the organisation will like to keep its customers satisfied so then they might tell how great it is to work there in affect more customers attracted

We make our jobs easier to do, this benefits both employee and organisation as if there job is more accomplishable then they will be happy to work at tesco's this could also attract customers it benefits the organisation as they keep all employees and no time and money wasted

We deliver consistentley everyday, This keeps customers happy if their getting their deliverys on time or even before they may pass on the word to other

02/25/2010

This graph shows the targets and aims for the british supermarket giant tesco, and made for better understanding of customer service the vital needs for any business with the customer service sector in it

02/03/2010

Customer questionairres/comment cards

Because the waiter may forget to relay your comments back to the chef or the manager, many restaurants prefer to put a comment card on your table and ask you to complete it before you leave. Other business do this too. Cards are available in Tesco stores for customers to complete if they have a comment or suggestion to make.

Many organisations send out regular online questionairres to a representative customer group to check their views. Debenhams is one example. It asks for feedback on a wide range of topics, from the store layouts or advertising campaigns to its store cards and credit cards.

e.g. On departure of Thorpe park they hand out questionairres to see how you enjoyed your day or if anything needs improving

informal customer feedbackWhen you finish a meal and a waiter asks you if everything was fine, this is a cheap, easy and informal way of getting customer feedback. Other methods include watching customers as they enter and leave and chatting to them. Many retailers do this - nothing comments people make, how long they stop and look at certain displays and whether they have made a purchase or not. This technique can be adapted by other organisations - such as waiting visitors in reception, checking that they have not been waiting too long and ensuring that receptionists pass important comments on to a manager. e.g. thorpe park do this by asking customers around the park how enjoyable there day has been. And when they are exiting the park they will also ask will you come back again and what was good about the park

01/26/2010

Complaints and Compliment letters

If a customer makes a complaint, either by telephone or letter, this indicates a possible problem area. If several complaints are recieved about the same thing, there is obviously a serious problem that needs immediate attention. This is why organisations record the complaints they recieve and then check them to see if there are any common factors.

Similarly, a card or letter which thanks the staff for wonderful service or praises a product is to be treasured - which is why many organisations pin these on a notice board or make mention of them in their newsletter.

thorpe park hand out leaflets and hope that replys good or bad will be sent back so they can improve the park and what needs improving.

Staff feedback is valuable for two reasons. First, many staff deal directly with external customers. They can be therefore pass on comments made by customers - both positive and negative. Sales representatives, for example, are usually expected to chat to customers regulary and pass feedback to their manager.

Second, staff are internal customers, so their views are also important. If many staff are unhappy and leaving to work elsewhere it is sensible to find out why. For that reason, most organisations regulary assess staff views by issuing questionnaires, by holding meetings with the staff association or group that represents their views and/or by inviting leavers to attend an exit interview

e.g. Thorpe Park will question leaving employee's about there reason of leaving

some retailers employ mystery customers to visit their own stores to assess staff. They may also check competitor's stores to compare service levels. They will be interested in factors such as the following

* speed of service

* the way in which the service was delivered

* the attitude of staff

* the quality of the finished result

Tesco's will send there employees to other big retailers like sainsburys to see what there doing well so Tesco's can improve there store